Angela M. Wilson
Kernersville,NC
Summary
Results-driven coach, consultant and leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Principal Coaching Advisor
Blue Cross NC
07.2019 - 12.2023
- Oversaw a service wide coaching program to improve customer satisfaction.
- Conducted regular evaluations of coaching methods effectiveness, adjusting techniques as necessary to optimize outcomes.
- Collaborated with management to identify trends in customer feedback to improve satisfaction.
Sr Team Leader
Blue Cross NC
07.2017 - 07.2019
- Lead a team of 20+ mentors who supported frontline staff with complex customer service inquiries.
- Mentored team members, providing guidance and support to enhance their career progression.
- Led change management initiatives to facilitate organizational restructuring efforts and improve overall performance.
Team Leader
Blue Cross NC
05.2016 - 07.2017
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Knowledge Transfer Professional
Blue Cross NC
08.2014 - 05.2016
- Acted as a mentor to customer service professionals both in the classroom and over the phone.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
Customer Service Professional
Blue Cross NC
07.2012 - 08.2014
- Provided support and customer resolution to Blue Cross Blue Shield insurance members.
- Maintained high-quality service standards by adhering to company policies and procedures.
- Increased customer loyalty with personalized support and assistance in selecting suitable products or services.
Customer Service Representative
Sitel
04.2009 - 06.2011
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Associate of Arts - Human Services
University of Phoenix
Tempe, AZBachelor of Arts - Human Resources Management
University of Phoenix
Tempe, AZ09.2016
Skills
- Presentations and Public Speaking
- Strategic Planning
- Change management
- Project management
- Process improvement
- Training and mentoring
- Data Evaluation
- Team Development
Certification
- Ulysses Certified Master Coach
- Scrum Master
- Lean Green Belt
Timeline
Principal Coaching Advisor
Blue Cross NC
07.2019 - 12.2023
Sr Team Leader
Blue Cross NC
07.2017 - 07.2019
Team Leader
Blue Cross NC
05.2016 - 07.2017
Knowledge Transfer Professional
Blue Cross NC
08.2014 - 05.2016
Customer Service Professional
Blue Cross NC
07.2012 - 08.2014
Customer Service Representative
Sitel
04.2009 - 06.2011
Associate of Arts - Human Services
University of Phoenix
Bachelor of Arts - Human Resources Management
University of Phoenix